Job Description
As a Customer Service Representative at our international geological mining supply company, you will be the primary point of contact for mine sites and geologists seeking essential consumables for their drill programs. This role involves managing a high volume of emails, processing orders, coordinating logistics, and maintaining a high level of customer satisfaction. You will be responsible for ensuring that all customer orders are processed smoothly from start to finish. This is an entry-level position, and training will be provided to help you develop the skills needed for success.
Job Title
- Customer Service Representative
Work Schedule
- Day Shift
Job Qualifications/Requirements
- Proficiency in written and verbal communication, particularly via email.
- Strong commitment to providing high-quality service and support to customers.
- High accuracy in data entry and order processing to prevent errors.
- Ability to effectively troubleshoot and resolve customer issues.
- Proven ability to work effectively within a team environment.
- Experience in customer service or sales, particularly in a technical or industrial setting.
- Knowledge of logistics and freight coordination.
- Familiarity with order management and CRM systems.
Job Responsibilities
- Handle incoming emails from customers requesting quotes, information, or placing orders for consumables needed for drill programs.
- Provide timely and accurate responses to customer inquiries, ensuring a high level of customer satisfaction.
- Process customer orders by entering details into the company’s order management system (XO) accurately and efficiently.
- Monitor the progress of orders from initial inquiry through to fulfillment, coordinating with the order fulfillment team to ensure timely delivery.
- Collaborate with internal teams, including sales, order processing, and logistics, to ensure all customer requirements are met.
- Communicate order details, delivery timelines, and any special instructions to both customers and internal teams to avoid any discrepancies.
- Utilize the common inbox (Front) to manage and allocate pick tickets, taking responsibility for the accurate processing of assigned orders.
- Perform manual data entry tasks as required to support order processing and customer information management.
- Coordinate with logistics providers to arrange freight and shipping, ensuring cost-effective and timely delivery of products.
- Resolve any shipping or delivery issues promptly to minimize impact on customer satisfaction.
- Build and maintain strong, positive relationships with customers by providing exceptional service and addressing any concerns effectively.
- Gather customer feedback to continually improve service quality and operational processes.
- Identify potential upselling or cross-selling opportunities during customer interactions and refer leads to the sales team.
- Support sales initiatives by converting inquiries into potential sales opportunities..
- Adhere to all cybersecurity policies and procedures to protect company and customer data.
- Complete required cybersecurity training and utilize company-provided password management tools to ensure data security.
- Act as a role model for the company’s core values and promote a positive work environment.
- Encourage collaboration and support across teams to prevent silos and foster a unified national team approach.
Good luck and God Bless!